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Key Features |
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 Customizability
Email content, Reference data, Context sensitive Help Content, Audit Trail Reports, Incident Status Flow and Categorization can be customized to suite user needs. |
Automatic Routing, Escalation and Notification
gger Automatic Routing, Escalations and Notification of Incidents that enable service restoration within SLA limits. |
Context Sensitive access to CMDB Records
Incident Management product has access to CI Information, Graphical CI relations and similar/related Incident, Problem and Change Records. |
Linkage to Problem & Change records
An Incident can be linked to other Incidents, Problems and Changes. The Problem and Change records can also be generated from Incidents with click of a button. |
Automatic Impact and Priority Settings
Customer defined Impact and Urgency rules will “guide” the user to set proper Priority for the Incident, and can be overridden if required. |
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TurnKey ISD’s Incident Management allows for faster resolution of incidents to quickly restore normal business operations and reduce business impact. Incident resolution process is complex and time consuming. TurnKey ISD automates the process where possible and helps support personnel in other areas to reduce resolution time of the incident. Incident management simplifies the process of incident creation, classification, impact assessment, resource allocation, analysis, resolution, and closure. As the support resources are defined at asset level, resource identification and assignment is simplified.
Key Features of TurnKey ISD Incident Management Solution:
- Reduce resolution time While recording incidents, support persons have access to all context sensitive information regarding incidents, problems, known errors, and changes at the click of a button, giving the overall picture which enables the speedy investigation and resolution of incidents.
- Preventive Measures The incidents are classified and grouped using closure codes. This provides a method to analyze and prevent similar kind of incident occurrences in future, for example, if multiple incidents indicate training requirement, then resources could be invested in training users to prevent future occurrences of similar incidents.
- Rapid Incident Classification Drop-down lists provide a way to classify incidents quickly and reduce time spent in allocation and/or resolving incidents.
- Automatic Assignment Based on customer defined rules, incidents will be routed automatically to specified resources. For example, high priority network failures related to routers can be directly assigned to key network support resources without going through the normal escalation chain, so no time is wasted in resolving the issues.
- Automatic Priority Modification Based on number of users impacted, incident priority is automatically adjusted which optimizes the utilization of scarce resources.
- Automatic Escalations SLAs can be defined for response time, resolution time and escalation weightages. The system monitors incidents and takes appropriate actions automatically based on the SLAs. If an incident resolution is not complete within the specified time, then it is automatically escalated to the next level of support.
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